Edward Roberts Email & Phone Number

Temecula, California, United States

Manage a Portfolio of 26 customers focused on the ongoing application solutioning, development, consulting, and support following the completion of an implementation project.

Helped manage the BA function practice wide and ensure positive project outcomes. Provided practice wide solutioning and consulting, upon demand.

Greater San Diego Area

Greater San Diego Area

Managed a team of 8-10 Business Analys

Greater San Diego Area

ISCS's Technical Business Analysts are subject matter experts in Property and Casualty Insurance. I am responsible for understanding customer business needs in order to define, document and communicate detailed customer requirements for SurePower Innovation. As part of this responsibility, it is required that I work closely with customers to understand.

• Serve as the liaison between business and the IT organization; to provide technical solutions to meet the user’s needs. Focus was on Private Passenger and Commercial Auto Insurance line of business.
• Involved with both Production Support and large scale Strategic Projects to implement new software and processes.
• Implemented new Agent Portal which allowed agents to rate, quote and issue new business policies.
• Production Support focused on Incident, Problem and Change management.
• Supporting Infrastructure and Operations maintenance activities.
• Managing Monthly maintenance code releases for small enhancements and bug fixes to existing applications.

• Supervised teams of 10-14 P &C Licensed Insurance Agents. Duties include monitoring calls and improving performance through analysis of quality reports and phone statistics; career coaching. Added responsibilities.
• Completed several process reviews using the Lean Six Sigma approach. Frequently, my team of agents was used during the Improve and Control phase.
• Part of the Service Department Business Plan team – Help create and execute action plans to meet Regional Goals.
• Training and implementation new call handling processes for the Service Department.
• Transition Unit Supervisor - was responsible for the development of coaches while overseeing new hires going through the training process.
• Because of my thorough understanding of Claims processes and Risk Management, given authority to approve the sale of Umbrella policies up to $2 million.

Coach new Sales/ Service Agents to improve performance in the Sales, Service and Personal Umbrella Departments.

Handled incoming calls from potential clients and sold Auto Insurance for 10 regional states.Mentored new Sales Counselors.